Senior Major Incident Manager

Royal London; City of Edinburgh; Hybrid; GBP 125,000 - 150,000; Part time

Job summary

A leading financial services provider in the UK is seeking a Senior Major Incident Manager to oversee responses to significant incidents affecting technology and operations. This role involves ensuring that major incidents are managed according to established standards, developing response capabilities, and building relationships with senior stakeholders. Ideal candidates will have a deep understanding of business operations, ITIL Framework knowledge, and excellent communication skills. This position will be based in a hybrid working environment, contributing to an inclusive and supportive workplace.

Qualifications

• Solid understanding of ITIL Framework.
• Ability to lead lifecycle of incidents to a high standard.
• Knowledge of data analytics and reporting methodologies.

Responsibilities

• Oversee and coordinate responses to major incidents.
• Ensure compliance with regulatory requirements.
• Develop training programs to embed best practices.
• Drive continuous improvement through incident review processes.

Skills

Deep understanding of technology and business operations

Excellent verbal and written communication skills

Excellent problem-solving skills

Effective stakeholder management

Operational knowledge of IT Service Management

Tools

ITIL Framework

Data analytics tools

Corporate communication tools

Job description

Senior Major Incident Manager

Contract Type: Fixed Term Contract (12 months)

Location: Edinburgh, Glasgow, or Alderley Park (Wilmslow)

Working style: Hybrid 50% home/office based

Job Summary

We are hiring a Senior Major Incident Manager to join our Group Technology and Operations (COO) team, specifically within the Major Incident Command Centre. This role is crucial for overseeing and coordinating responses to significant incidents affecting technology, workplace, and business operations.

The Senior Major Incident Manager will play a leading role in ensuring major incidents are managed according to the standards and protocols of the Major Incident Command Centre. This is an exciting opportunity to contribute to our purpose of helping build financial resilience, moving fairly to a sustainable world, and strengthening the mutual choice for customers.

About the Role

• Oversee and coordinate responses to major incidents affecting technology, workplace, and business operations.
• Ensure major incidents are managed to the standards and protocols of the Command Centre.
• Develop and establish response capabilities and frameworks and identify opportunities for strategic improvements.
• Assist and deliver the development and implementation of strategies for Group Incident Management.
• Build enduring relationships with senior stakeholders to ensure their support and commitment to incident management processes.
• Develop and deliver training programs to embed best practices across the organisation.
• Drive continuous improvement through incident review processes and performance metrics.
• Ensure compliance with regulatory requirements, reporting, and governance protocols.

About You

• Deep understanding of technology and business operations.
• Solid understanding of the ITIL Framework.
• Operational knowledge of IT Service Management & Corporate communication tools.
• Knowledge of data analytics, reporting tools, and methodologies.
• Excellent verbal and written communication skills.
• Good understanding of corporate IT policies, standards, and procedures.
Excellent problem‑solving and customer‑facing skills in high‑pressure situations.
• Ability to lead lifecycle of incidents to a high standard of quality and behaviour.
• Effective stakeholder management at a senior level.
• Ability to manage third‑party supplier incidents and disruptions.

About Royal London

We’re the UK’s largest mutual life, pensions, and investment company, offering protection, long‑term savings, and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned(